U.S. patent application number 14/726461 was filed with the patent office on 2015-12-03 for support system, support method, and recording medium for promoting usage.
The applicant listed for this patent is Kyocera Document Solutions Inc.. Invention is credited to Koki Nakajima.
Application Number | 20150347967 14/726461 |
Document ID | / |
Family ID | 54702232 |
Filed Date | 2015-12-03 |
United States Patent
Application |
20150347967 |
Kind Code |
A1 |
Nakajima; Koki |
December 3, 2015 |
Support System, Support Method, and Recording Medium for Promoting
Usage
Abstract
A support system includes a function execution circuit, a
customer-information managing circuit, and a usage-availability
setting circuit. The function execution circuit uses customer
information indicative of a specific content related to a customer
to execute a specific function. The customer-information managing
circuit manages the customer information for each dealer. The
usage-availability setting circuit sets availability for use of the
customer information from a person having authority to manage the
dealer for each of the dealers. The customer-information managing
circuit determines the availability for use based on setting by the
usage-availability setting circuit.
Inventors: |
Nakajima; Koki; (Osaka,
JP) |
|
Applicant: |
Name |
City |
State |
Country |
Type |
Kyocera Document Solutions Inc. |
Osaka |
|
JP |
|
|
Family ID: |
54702232 |
Appl. No.: |
14/726461 |
Filed: |
May 30, 2015 |
Current U.S.
Class: |
707/784 |
Current CPC
Class: |
G06F 16/955 20190101;
G06Q 10/10 20130101 |
International
Class: |
G06Q 10/10 20060101
G06Q010/10; G06F 17/30 20060101 G06F017/30 |
Foreign Application Data
Date |
Code |
Application Number |
May 30, 2014 |
JP |
2014-112552 |
May 30, 2014 |
JP |
2014-112557 |
Claims
1. A support system comprising: a function execution circuit that
uses customer information indicative of a specific content related
to a customer to execute a specific function; a
customer-information managing circuit that manages the customer
information for each dealer; and a usage-availability setting
circuit that sets availability for use of the customer information
from a person having authority to manage the dealer for each of the
dealers; wherein the customer-information managing circuit
determines the availability for use based on setting by the
usage-availability setting circuit.
2. The support system according to claim 1, wherein: the
customer-information-storage-destination managing circuit manages a
storage destination of the customer information for each of the
dealers; and when the dealer requests use of the function, the
function execution circuit uses the customer information stored in
the storage destination managed by the
customer-information-storage-destination managing circuit for the
dealer who has requested the use of the function, to execute the
function.
3. The support system according to claim 1, wherein when the
usage-availability setting circuit receives an instruction, from
the person having authority, to change setting from prohibition of
the use to permission of the use, the usage-availability setting
circuit changes the setting only when the change of the setting is
permitted by the dealer as a target for the changing of the
setting.
4. The support system according to claim 2, wherein: the customer
information includes a plurality of items of information; the
customer-information-storage-destination managing circuit manages
the storage destination for each of the dealers and for each of the
plurality of items; and when one of the plurality of dealers
requests use of the function, the function execution circuit uses
the information stored in the storage destination managed by the
customer-information-storage-destination managing circuit for the
dealer who has requested the use of the function and the item used
for execution of the requested function, to execute the
function.
5. A non-transitory computer-readable recording medium storing a
control program for controlling a support system, the control
program causing the support system to function as: a function
execution circuit that uses customer information indicative of a
specific content related to a customer to execute a specific
function; a customer-information managing circuit that manages the
customer information for each dealer; and a usage-availability
setting circuit that sets availability for use of the customer
information from a person having authority to manage the dealer for
each of the dealers; wherein the customer-information managing
circuit determines the availability for use based on setting by the
usage-availability setting circuit.
6. A support method comprising: using, via a function execution
circuit, customer information indicative of a specific content
related to a customer to execute a specific function; managing, via
a customer-information managing circuit, the customer information
for each dealer; and setting, a usage-availability setting circuit,
availability for use of the customer information from a person
having authority to manage the dealer, for each of the dealers; and
determining the availability for use based on the setting.
Description
INCORPORATION BY REFERENCE
[0001] This application is based upon, and claims the benefit of
priority from, corresponding Japanese Patent Application Nos.
2014-112552 and 2014-112557, each filed in the Japan Patent Office
on May 30, 2014, the entire contents of which are incorporated
herein by reference.
BACKGROUND
[0002] Unless otherwise indicated herein, the description in this
section is not prior art to the claims in this application and is
not admitted to be prior art by inclusion in this section.
[0003] A typical support system, which supports sales in a dealer
who sells a product to a customer, is known as a support system
that uses customer information indicative of specific contents
related to the customer, to execute a specific function.
SUMMARY
[0004] A support system according to an aspect of the disclosure
includes a function execution circuit, a customer-information
managing circuit, and a usage-availability setting circuit. The
function execution circuit uses customer information indicative of
a specific content related to a customer to execute a specific
function. The customer-information managing circuit manages the
customer information for each dealer. The usage-availability
setting circuit sets availability for use of the customer
information from a person having authority to manage the dealer for
each of the dealers. The customer-information managing circuit
determines the availability for use based on setting by the
usage-availability setting circuit.
[0005] These as well as other aspects, advantages, and alternatives
will become apparent to those of ordinary skill in the art by
reading the following detailed description with reference where
appropriate to the accompanying drawings. Further, it should be
understood that the description provided in this summary section
and elsewhere in this document is intended to illustrate the
claimed subject matter by way of example and not by way of
limitation.
BRIEF DESCRIPTION OF THE DRAWINGS
[0006] FIG. 1 illustrates the configuration of a system according
to a first embodiment of the disclosure.
[0007] FIG. 2 illustrates the relationship between an administrator
of a support server and a dealer according to the first
embodiment.
[0008] FIG. 3 illustrates the configuration of the support server
according to the first embodiment.
[0009] FIG. 4 illustrates an example of reference-availability
setting information according to the first embodiment.
[0010] FIG. 5 illustrates the behavior of the support server
according to the first embodiment when a management-node list is
referenced.
[0011] FIG. 6 illustrates an example of the management-node list
displayed on a display unit according to the first embodiment.
[0012] FIG. 7 illustrates an example of the management-node list
according to the first embodiment when unique information of the
dealer is displayed.
[0013] FIG. 8 illustrates the behavior of the support server
according to the first embodiment when a dealer is added to the
management-node list.
[0014] FIG. 9 illustrates the behavior of the support server
according to the first embodiment when lower hierarchy reference is
changed from a prohibited condition to a permitted condition.
[0015] FIG. 10 illustrates the behavior of the support server
according to the first embodiment when the use of a function is
requested.
[0016] FIG. 11 illustrates the configuration of a system according
to a second embodiment of the disclosure.
[0017] FIG. 12 illustrates the relationship between an
administrator of a support server and a dealer according to the
second embodiment.
[0018] FIG. 13 illustrates the configuration of the support server
according to the second embodiment.
[0019] FIG. 14 illustrates an example of
customer-information-storage-destination information according to
the second embodiment.
[0020] FIG. 15 illustrates the configuration of a user terminal
according to the second embodiment.
[0021] FIG. 16 illustrates the behavior of the system according to
the second embodiment when the dealer requests the use of a
function from the support server.
[0022] FIG. 17 illustrates the behavior of the system when a dealer
different from the dealer who has requested the use of the function
from the support server requests the use of a function from the
support server, in the sequence diagram according to the second
embodiment.
DETAILED DESCRIPTION
[0023] Example apparatuses are described herein. Other example
embodiments or features may further be utilized, and other changes
may be made, without departing from the spirit or scope of the
subject matter presented herein. In the following detailed
description, reference is made to the accompanying drawings, which
form a part thereof.
[0024] The example embodiments described herein are not meant to be
limiting. It will be readily understood that the aspects of the
present disclosure, as generally described herein, and illustrated
in the drawings, can be arranged, substituted, combined, separated,
and designed in a wide variety of different configurations, all of
which are explicitly contemplated herein.
First Embodiment
[0025] The following describes a first embodiment of the disclosure
with reference to the drawings.
[0026] Firstly, a description will be given of the configuration of
a system 10 according to this embodiment.
[0027] FIG. 1 illustrates the configuration of the system 10
according to this embodiment.
[0028] As illustrated in FIG. 1, the system 10 includes: a support
server 20; a database server 30; and a user terminal 40, a user
terminal 50, and a user terminal 60, which are used by the dealer.
The support server 20 supports sales in a dealer who sells a
product to a customer, as a support system. The database server 30
stores various kinds of information including customer information
indicative of specific contents related to the customer.
[0029] The support server 20, the database server 30, the user
terminal 40, the user terminal 50, and the user terminal 60 are
communicatively connected to one another via a network 11 such as
the Internet.
[0030] Here, the system 10 can include a lot of user terminals
similar to the user terminal 40 other than the user terminal 40,
the user terminal 50, and the user terminal 60.
[0031] FIG. 2 illustrates the relationship between an administrator
72 of the support server 20 (see FIG. 1) and dealers.
[0032] As illustrated in FIG. 2, users of the system 10 (see FIG.
1) include: the administrator 72 of the support server 20; and a
dealer 74, a dealer 75, and a dealer 76 who sell products to
customers.
[0033] Here, users of the support server 20 may include a lot of
dealers other than the dealer 74, the dealer 75, and the dealer
76.
[0034] The administrator 72 is the person who has authority to
manage the dealers in the support server 20 and who maintains and
operates the support server 20. The administrator 72 is, for
example, a sales company of a manufacturer of the product, which
the dealer sells to the customer. For example, the support service,
which is provided by the support server 20, includes services
provided to a dealer to support the selling management of a product
by the dealer and the operation of the product by the dealer, such
that sales companies of a manufacturer promotes the usage of their
own product. The sales companies of the manufacturer include a
Regional Headquarter (RHQ), which controls a plurality of
countries, and a Second Level (SC), which carries out the work
limited in units of granularity of country or smaller
granularity.
[0035] Here, such products may include, for example, electronic
devices. The electronic devices may include, for example, office
equipment. The office equipment may include, for example, image
forming apparatuses such as a Multifunction Peripheral (MFP) and a
printer-only machine. For example, the support server 20 may
provide the support service such as a Managed Print Service (MPS)
for the selling management of an image forming apparatus by a
dealer and the operation of the image forming apparatus by the
dealer.
[0036] The dealer is the person managed by the administrator 72 in
the support server 20. However, the dealer is another juridical
person independent from the administrator 72, and can handle not
only the product of the administrator 72 but also any product such
as a competing product to the product of the administrator 72.
[0037] The support server 20 and the database server 30 illustrated
in FIG. exist in an on-premise environment or on a cloud network of
the administrator 72 (see FIG. 2).
[0038] The database server 30 stores unique information of the
dealer including the customer information for each dealer. The
customer information includes a plurality of items of information.
For example, the items of the customer information include the name
of a customer. The items of the customer information include
various attributes of the product possessed by the customer, for
example, the model name, the setting, the state, and the use
history of the product possessed by the customer.
[0039] The user terminals included in the system 10 are used by
respective different dealers. For example, the users of the user
terminals 40, 50, and 60 are the respective dealers 74, 75, and 76
(see FIG. 2).
[0040] The user terminals 40, 50, and 60 exist in the respective
on-premise environments of the dealers 74, 75, and 76. The user
terminal 40, the user terminal 50, and the user terminal 60 are
constituted of, for example, computers such as a Personal Computer
(PC) and a tablet terminal.
[0041] FIG. 3 illustrates the configuration of the support server
20.
[0042] As illustrated in FIG. 3, the support server 20 includes an
operation unit 21, a display unit 22, a communication unit 23, a
storage unit 24, and a control unit 25. The operation unit 21 is an
input device that receives inputs of various operations, for
example, a computer mouse and a keyboard. The display unit 22 is a
display device that displays various kinds of information, for
example, a Liquid Crystal Display (LCD). The communication unit 23
is a network communication device that communicates with an
external device via the network 11 (see FIG. 1). The storage unit
24 is a storage device that stores a program and various data, for
example, a Hard Disk Drive (HDD). The control unit 25 controls the
entire support server 20. The support server 20 is constituted of,
for example, a computer such as a PC.
[0043] The storage unit 24 stores a support program 24a, which
supports sales in the dealer as the user of the user terminal. The
support program 24a may be installed on the support server 20 at
production stage of the support server 20, may additionally be
installed on the support server 20 from a storage medium such as a
Compact Disk (CD) and a Digital Versatile Disk (DVD), or may be
additionally installed on the support server 20 through the network
11.
[0044] The storage unit 24 can store management-node information
24b indicative of various contents related to the person
(hereinafter referred to as "management node") such as the
administrator and the dealer managed by the support server 20. For
example, the management-node information 24b includes the
combination of: the login ID and password of the administrator; and
the name of the administrator. The management-node information 24b
includes the combination of: the login ID and password of the
dealer; and the name of the dealer.
[0045] The storage unit 24 can store reference-availability setting
information 24c indicative of setting for availability of the
reference (hereinafter referred to as "lower hierarchy reference")
to the unique information of a person in a lower hierarchy from a
person in an upper hierarchy in the hierarchy of users in the
support server 20.
[0046] The control unit 25 includes, for example, a Central
Processing Unit (CPU), a Read Only Memory (ROM), which stores a
program and various data, and a Random Access Memory (RAM), which
is used as a work area of the CPU. The CPU can execute the program
stored in the ROM or the storage unit 24, which is a non-transitory
computer-readable recording medium.
[0047] The control unit 25 executes the support program 24a stored
in the storage unit 24, so as to function as a function execution
unit 25a, a unique-information managing unit 25b, and a
reference-availability setting unit 25c. The function execution
unit 25a executes a specific function using the customer
information. The unique-information managing unit 25b manages the
unique information including the customer information for each
dealer, as a customer-information managing unit. The
reference-availability setting unit 25c sets availability of the
lower hierarchy reference for each dealer.
[0048] Possible functions executed by the function execution unit
25a include a function that supports selling of the product by the
dealer. For example, a possible function generates a proposal for
selling a new product that can improve the current situation of the
customer, based on the use history of the product possessed by the
customer of the dealer among the customer information of the
dealer.
[0049] Possible functions executed by the function execution unit
25a include a function that supports the operation of the product
by the dealer. For example, a possible function automatically
orders the consumables of the product, based on the usage
conditions of the consumables in the product possessed by the
customer of the dealer among the customer information of the
dealer. Another possible function remotely changes the setting in
the product based on the state of the product possessed by the
customer of the dealer among the customer information of the
dealer. Another possible function determines whether or not the
product is broken down based on the state of the product possessed
by the customer of the dealer among the customer information of the
dealer, and notifies the method of the necessary procedure when the
product is broken down.
[0050] FIG. 4 illustrates an example of the reference-availability
setting information 24c.
[0051] The reference-availability setting information 24c
illustrated in FIG. 4 stores the relationship between: a
management-node name indicative of the name of the management node;
and setting for availability of the lower hierarchy reference.
[0052] In the example illustrated in FIG. 4, for a management-node
name "DL1" indicative of the dealer 74 and a management-node name
"DL3" indicative of the dealer 76, the setting for availability of
the lower hierarchy reference is stored as "x," that is,
Prohibited. On the other hand, for a management-node name "DL2"
indicative of the dealer 75, the setting for availability of the
lower hierarchy reference is stored as "O," that is, Permitted.
[0053] The following describes the behavior of the support server
20.
[0054] Firstly, a description will be given of the behavior of the
support server 20 when the list (hereinafter referred to as
"management-node list") of the management nodes is referenced by
the administrator 72.
[0055] The administrator 72 needs to login to the support server 20
before requesting the support server 20 to reference the
management-node list. Instruction to login to the support server 20
via the operation unit 21 by the administrator 72 causes the
control unit 25 of the support server 20 to: permit login of the
administrator 72 when the combination of the ID and the password
input via the operation unit 21 is included in the management-node
information 24b; and not permit login of the administrator 72 when
the combination of the ID and the password input via the operation
unit 21 is included in the management-node information 24b.
[0056] When the administrator 72 whose login has been permitted by
the support server 20 requests the support server 20 to reference
the management-node list, the control unit 25 of the support server
20 executes the behavior illustrated in FIG. 5.
[0057] FIG. 5 illustrates the behavior of the support server 20
when the management-node list is referenced.
[0058] As illustrated in FIG. 5, the unique-information managing
unit 25b displays, for example, a management-node list 80 as
illustrated in FIG. 6 on the display unit 22 (in step S101).
[0059] The administrator 72 can specify any dealer in the
management-node list 80 displayed on the display unit 22 via the
operation unit 21 so as to instruct the support server 20 to
display the unique information of the specified dealer.
[0060] After the process in step S101, the unique-information
managing unit 25b determines whether or not display of the unique
information of the dealer has been instructed via the operation
unit 21, until it is determined that display of the unique
information of the dealer has been instructed via the operation
unit 21 (in step S102).
[0061] When the unique-information managing unit 25b determines
that display of the unique information of the dealer has been
instructed via the operation unit 21 in step S102, the
unique-information managing unit 25b determines whether or not the
reference to the specified dealer is set as permitted in the
reference-availability setting information 24c (in step S103).
[0062] When the unique-information managing unit 25b determines the
reference is set as permitted in step S103, the unique-information
managing unit 25b displays unique information 81 of the dealer as
illustrated in FIG. 7 in the management-node list 80 displayed on
the display unit 22 (in step S104) and then executes the process in
step S102.
[0063] When the unique-information managing unit 25b determines
that the reference is not set as permitted in step S103, the
unique-information managing unit 25b executes the process in step
S102 without displaying the unique information of the dealer in the
management-node list 80 displayed on the display unit 22.
[0064] FIG. 7 illustrates an example of the management-node list 80
when the unique information 81 of the dealer is displayed.
[0065] In the management-node list 80 illustrated in FIG. 7, the
unique information 81 of the management-node name "DL2" indicative
of the dealer 75 is displayed. The unique information 81 also
includes customer information 81a of the dealer 75.
[0066] In the description above, the unique-information managing
unit 25b determines the availability of reference to the unique
information of the dealer, that is, a person in a lower hierarchy
by the administrator 72 having authority to manage the dealer, that
is, a person in an upper hierarchy compared with the dealer,
corresponding to the reference-availability setting information
24c. Here, the unique-information managing unit 25b permits the
person in the upper hierarchy to reference only the unique
information of a person in a lower hierarchy in a direct line. That
is, the unique-information managing unit 25b always prohibits the
person who in the upper hierarchy from referencing the information
of a person in a lower hierarchy in a collateral line. The
unique-information managing unit 25b always prohibits the person in
the lower hierarchy from referencing the information of a person in
an upper hierarchy. Also, the unique-information managing unit 25b
always prohibits a person in any hierarchy from referencing the
information of a person in the identical hierarchy.
[0067] The following describes the behavior of the support server
20 when the administrator 72 adds a dealer to the management-node
list.
[0068] When the management-node list is displayed on the display
unit 22 by the behavior illustrated in FIG. 5, the administrator 72
can select a desired part to which a dealer is added in the
management-node list via the operation unit 21 to instruct addition
of the dealer, so as to request the support server 20 to add the
dealer to the management-node list. When the addition of the dealer
to the management-node list is requested, the control unit 25 of
the support server 20 executes the behavior illustrated in FIG.
8.
[0069] FIG. 8 illustrates the behavior of the support server 20
when the dealer is added to the management-node list.
[0070] As illustrated in FIG. 8, the unique-information managing
unit 25b adds the dealer to the selected part in the
management-node list (in step S111). Here, the unique-information
managing unit 25b adds the login ID and the login password, which
are input from the administrator 72, to the management-node
information 24b as the login ID and password of the newly added
dealer. Also, the unique-information managing unit 25b adds the
name, which is input from the administrator 72, to the
management-node information 24b as the name of the newly added
dealer.
[0071] Subsequently, the reference-availability setting unit 25c
displays a screen that receives setting for availability of the
lower hierarchy reference on the display unit 22, so as to receive
setting for availability of the lower hierarchy reference (in step
S112).
[0072] Subsequently, the reference-availability setting unit 25c
adds the setting received in step S112 for the dealer added in step
S111, to the reference-availability setting information 24c (in
step S113) and then terminates the behavior illustrated in FIG.
8.
[0073] Subsequently, a description will be given of the behavior of
the support server 20 when the lower hierarchy reference is changed
from the prohibited condition to the permitted condition.
[0074] When the management-node list is displayed on the display
unit 22 by the behavior illustrated in FIG. 5, the administrator 72
can select the dealer who desires to change the lower hierarchy
reference from the prohibited condition to the permitted condition
via the operation unit 21 and instruct to change the lower
hierarchy reference from the prohibited condition to the permitted
condition, so as to request the support server 20 to change the
lower hierarchy reference from the prohibited condition to the
permitted condition. Here, it is basically preferred that the
administrator 72 does not change the lower hierarchy reference from
the prohibited condition to the permitted condition. For example,
to reduce the disadvantage for the customer that is managed by the
dealer who cannot manage the customer due to bankruptcy or similar
reason, the administrator 72 changes the lower hierarchy reference
from the prohibited condition to the permitted condition only
regarding the dealer who cannot manage the customer, such that the
administrator 72 itself takes over the customer from the
dealer.
[0075] When changing the lower hierarchy reference from the
prohibited condition to the permitted condition is requested, the
control unit 25 of the support server 20 executes the behavior
illustrated in FIG. 9.
[0076] FIG. 9 illustrates the behavior of the support server 20
when the lower hierarchy reference is changed from the prohibited
condition to the permitted condition.
[0077] As illustrated in FIG. 9, the reference-availability setting
unit 25c receives the availability of changing the setting from the
dealer as the target for changing the setting (in step S121). For
example, the reference-availability setting unit 25c transmits the
information of the screen for receiving the availability of
changing the setting, to the user terminal of the dealer as the
target for changing the setting. When the control unit of the user
terminal receives the information of the screen for receiving the
availability of changing the setting, the control unit displays the
screen on the display unit based on the received information. Then,
when the dealer after login to the support server 20 inputs the
availability of changing the setting via the operation unit of the
user terminal, the control unit of the user terminal transmits the
input contents to the support server 20. Accordingly, the
reference-availability setting unit 25c can receive the
availability of changing the setting, from the dealer as the target
for changing the setting.
[0078] After the process in step S121, the reference-availability
setting unit 25c determines whether or not permission to change the
setting is received in step S121 (in step S122).
[0079] When the reference-availability setting unit 25c determines,
in step S122, that permission to change the setting is received,
the reference-availability setting unit 25c changes the
reference-availability setting information 24c to permit the lower
hierarchy reference (in step S123).
[0080] Subsequently, the unique-information managing unit 25b
displays the unique information of the dealer after its setting has
been changed in step S123, in the management-node list displayed on
the display unit 22 (in step S124), and then terminates the
behavior illustrated in FIG. 9.
[0081] When the reference-availability setting unit 25c determines,
in step S122, that permission to change the setting is not
received, the reference-availability setting unit 25c terminates
the behavior illustrated in FIG. 9.
[0082] Next, a description will be given of the behavior of the
support server 20 when the dealer requests the use of the
function.
[0083] The dealer needs to login to the support server 20 before
requesting the use of the function from the support server 20. When
the dealer instructs the user terminal to login to the support
server 20, the user terminal transmits the login ID and password
input from the dealer to the support server 20 via the network 11,
so as to request the support server 20 to cause the login of the
dealer. The request of login from the user terminal causes the
control unit 25 of the support server 20 to: permit the login of
the dealer when the combination of the ID and the password
transmitted from the user terminal is included in the
management-node information 24b; and not permit the login of the
dealer when the combination of the ID and the password transmitted
from the user terminal is not included in the management-node
information 24b.
[0084] The dealer whose login is permitted by the support server 20
instructs the user terminal to cause the use of the function
provided by the support server 20, the user terminal requests the
use of the function from the support server 20 via the network 11.
When the use of the function is requested from the user terminal,
the control unit 25 of the support server 20 executes the behavior
illustrated in FIG. 10.
[0085] FIG. 10 illustrates the behavior of the support server 20
when the use of the function is requested.
[0086] As illustrated in FIG. 10, the unique-information managing
unit 25b acquires the customer information included in the unique
information of the dealer during login, from the database server 30
(in step S131).
[0087] Subsequently, the function execution unit 25a executes the
function using the customer information acquired in step S131 (in
step S132), and then terminates the behavior illustrated in FIG.
10.
[0088] As described above, the support server 20 determines the
availability to reference the customer information of the dealer
based on the setting in the reference-availability setting
information 24c (in step S103). This hides the customer information
of the dealer from the administrator 72. That is, the disclosure
hides the customer information of the dealer from the administrator
72 in a multi-tenant fleet management application. Accordingly, the
support server 20 can increase a feeling of security of the user
and increase the count of the users.
[0089] When the support server 20 receives the instruction to
change the setting from prohibition of the lower hierarchy
reference to permission of the lower hierarchy reference from the
administrator 72, only with permission from the dealer as target
for changing the setting (YES in step S122), the support server 20
changes the setting (in step S123). With this configuration, when
the customer information of the dealer is hidden from the
administrator 72, the support server 20 continues hiding the
customer information of the dealer from the administrator 72
without permission from the dealer. This increases a feeling of
security of the user and increases the count of the users.
[0090] Here, when the support server 20 receives the instruction to
change the setting from prohibition of the lower hierarchy
reference to permission of the lower hierarchy reference from the
administrator 72, the support server 20 may change the setting
without receiving permission from the dealer as the target for
changing the setting.
[0091] The database server 30 is hardware different from the
support server 20 in this embodiment. However, the support server
20 may double as the database server 30.
[0092] In the description above, immediately after the dealer is
added to the management-node list by the administrator 72, the
support server 20 receives the setting as prohibition of the lower
hierarchy reference. However, the support server 20 may receive the
setting as prohibition of the lower hierarchy reference at any time
point after the dealer is added to the management-node list by the
administrator 72.
[0093] In the description above, when the dealer is added to the
management-node list by the administrator 72, the support server 20
receives the setting for availability of the lower hierarchy
reference corresponding to the operation from the administrator 72.
However, when the dealer is added to the management-node list by
the administrator 72, the support server 20 may automatically add
the setting as prohibition of the lower hierarchy reference to the
added dealer, to the reference-availability setting information
24c.
[0094] In the description above, the support server 20 determines
the availability of reference to the unique information of the
dealer, that is, a person in a lower hierarchy by the administrator
72 having authority to manage the dealer, that is, a person in an
upper hierarchy compared with the dealer, corresponding to the
reference-availability setting information 24c. However, the
combination of the person in the upper hierarchy and the person in
the lower hierarchy might not be the combination of the
administrator 72 and the dealer. For example, when there is a
hierarchical structure between a plurality of dealers, the support
server 20 may determine the availability of reference to the unique
information of a dealer in a lower hierarchy by a dealer having
authority to manage another dealer, that is, a dealer in an upper
hierarchy, corresponding to the reference-availability setting
information 24c. The support server 20 may determine the
availability of reference to the unique information of a SC, that
is, a person in a lower hierarchy by a RHQ having authority to
manage the SC, that is, a person in an upper hierarchy compared
with the SC, corresponding to the reference-availability setting
information 24c.
[0095] In the description above, the administrator 72 inputs an
instruction to the support server 20 via the operation unit 21 of
the support server 20, to confirm the information output from the
support server 20 via the display unit 22 of the support server 20.
However, the administrator 72 may input an instruction to the
support server 20 and may confirm the information output from the
support server 20 via the operation unit and the display unit of a
computer communicatively connected to the support server 20 via the
network 11.
Second Embodiment
[0096] The following describes a second embodiment of the
disclosure with reference to the drawings. The second embodiment is
different from the first embodiment in that the usage (reference)
of the customer information is not managed based on the
reference-availability setting, but the usage (reference) of the
customer information is managed based on the storage destination of
the customer information.
[0097] Firstly, a description will be given of the configuration of
a system 10a according to this embodiment.
[0098] FIG. 11 illustrates the configuration of the system 10a
according to this embodiment.
[0099] As illustrated in FIG. 11, the system 10a includes a support
server 20a, a database server 29a, a user terminal 30a used by a
dealer 53a (described later), a database server 38a, a firewall
39a, a user terminal 40a used by a dealer 54a (described later),
and a firewall 49a. The support server 20a supports sales in a
plurality of dealers who sell products to customers, as the support
system. The database server 29a stores the customer information
indicative of specific contents related to the customers. The
database server 38a stores the customer information. The firewall
39a maintains the security of the network such as Local Area
Network (LAN) that the user terminal 30a belongs to. The firewall
49a maintains the security of the network such as LAN that the user
terminal 40a belongs to.
[0100] The support server 20a, the database server 29a, the user
terminal 30a, the database server 38a, and the user terminal 40a
are communicatively connected to one another via a network 11a such
as the Internet.
[0101] Here, the system 10a can include a lot of user terminals and
firewalls that are similar to the user terminal 30a and the
firewall 39a, other than: the user terminal 30a and the firewall
39a; and the user terminal 40a and the firewall 49a.
[0102] FIG. 12 illustrates the relationship between an
administrator 52a of the support server 20a (see FIG. 11) and
dealers.
[0103] As illustrated in FIG. 12, users of the system 10a (see FIG.
11) include: the administrator 52a of the support server 20a; and a
dealer 53a and a dealer 54a who sell products to customers.
[0104] Here, users of the support server 20a may include a lot of
dealers other than the dealer 53a and the dealer 54a.
[0105] The administrator 52a is the person who has authority to
manage the dealers in the support server 20a (see FIG. 11) and who
maintains and operates the support server 20a. The administrator
52a is, for example, a sales company of a manufacturer of the
product, which the dealer sells to the customer.
[0106] The dealer is the person managed by the administrator 52a in
the support server 20a. However, the dealer is another juridical
person independent from the administrator 52a, and can handle not
only the product of the administrator 52a but also any product such
as a competing product to the product of the administrator 52a.
[0107] The support server 20a and the database server 29a
illustrated in FIG. 11 exist in an on-premise environment or on a
cloud network of the administrator 52a (see FIG. 12).
[0108] The database server 29a is constituted of, for example, a
computer such as a Personal Computer (PC). The database server 29a
stores the customer information for each dealer. The customer
information includes a plurality of items of information. For
example, the items of the customer information include the name of
a customer. The items of the customer information include various
attributes of the product possessed by the customer, for example,
the model name, the setting, the state, and the use history of the
product possessed by the customer.
[0109] The database server 38a is constituted of, for example, a
computer such as a PC. The database server 38a stores the customer
information of the dealer 53a alone.
[0110] The user terminals included in the system 10a are used by
respective different dealers. For example, the users of the user
terminals 30a and 40a are the respective dealers 53a and 54a (see
FIG. 12).
[0111] The user terminal 30a, the database server 38a, and the
firewall 39a exist in an on-premise environment of the dealer
53a.
[0112] The user terminal 40a and the firewall 49a exist in an
on-premise environment of the dealer 54a. Here, a database server
similar to the database server 38a may also exist in the on-premise
environment of the dealer 54a.
[0113] FIG. 13 illustrates the configuration of the support server
20a.
[0114] A storage unit 24d can store dealer information 24bd
indicative of various contents related to the dealer. For example,
the dealer information 24bd includes the login ID and password of
the dealer and the name of the dealer.
[0115] The storage unit 24d can store
customer-information-storage-destination information 24cd
indicative of the storage destination of the customer
information.
[0116] FIG. 14 illustrates an example of the
customer-information-storage-destination information 24cd.
[0117] As illustrated in FIG. 14, the
customer-information-storage-destination information 24cd is the
information as the combination of the dealer, the item of the
customer information, and the storage destination. According to the
customer-information-storage-destination information 24cd
illustrated in FIG. 14, for example, the information of the item
"Name of Customer" among the customer information of the dealer 53a
is stored in the database server 29a. The information of the item
other than "Name of Customer" among the customer information of the
dealer 53a is stored in the database server 38a existing in the
on-premise environment of the dealer 53a. All the customer
information of the dealer 54a is stored in the database server
29a.
[0118] A control unit 25d (see FIG. 13) executes a support program
24cd stored in the storage unit 24d, so as to function as a
function execution unit 25ad and a
customer-information-storage-destination managing unit 25bd. The
function execution unit 25ad executes a specific function using
(referencing) the customer information. The
customer-information-storage-destination managing unit 25bd manages
the storage destination of the customer information for each
dealer.
[0119] The function executed by the function execution unit 25ad is
similar to the function executed by the function execution unit
25ad.
[0120] FIG. 15 illustrates the configuration of the user terminal
30a.
[0121] As illustrated in FIG. 15, the user terminal 30a includes an
operation unit 31a, a display unit 32a, a communication unit 33a, a
storage unit 34a, and a control unit 35a. The operation unit 31a is
an input device that receives inputs of various operations, for
example, a computer mouse and a keyboard. The display unit 32a is a
display device that displays various kinds of information, for
example, an LCD. The communication unit 33a is a network
communication device that communicates with an external device via
the network 11a (see FIG. 11). The storage unit 34a is a storage
device that stores a program and various data, for example, an HDD.
The control unit 35a controls the entire user terminal 30a. The
user terminal 30a is constituted of, for example, a computer such
as a PC and a tablet terminal.
[0122] The control unit 35a includes, for example, a CPU, a ROM,
which stores a program and various data, and a RAM, which is used
as a work area of the CPU. The CPU can execute the program stored
in the ROM or the storage unit 34.
[0123] Here, the configuration of the user terminal included in the
system 10a (see FIG. 11), for example, the user terminal 40a (see
FIG. 11) is similar to the configuration of the user terminal
30a.
[0124] The following describes the behavior of the support server
20a.
[0125] Firstly, a description will be given of the behavior of the
support server 20a when the dealer 53a requests the use of the
function.
[0126] FIG. 16 illustrates the behavior of the system 10a when the
dealer 53a requests the use of the function from the support server
20a.
[0127] As illustrated in FIG. 16, when the dealer 53a instructs the
user terminal 30a to login to the support server 20a via the
operation unit 31a, the control unit 35a of the user terminal 30a
requests the login of the dealer 53a to the support server 20a via
the communication unit 33a (in step S61). Here, the control unit
35a transmits the login ID and password, which are input via the
operation unit 31a, of the dealer 53a to the support server 20a via
the communication unit 33a, so as to request the support server 20a
to cause the login of the dealer 53a.
[0128] When the login is requested in step S61, the
customer-information-storage-destination managing unit 25bd of the
support server 20a confirms that the combination of the ID and
password transmitted in step S61 from the user terminal 30a is
included in the dealer information 24bd, and then determines the
storage destination of the customer information of the dealer 53a
based on the customer-information-storage-destination information
24cd (in step S62). Here, when the
customer-information-storage-destination managing unit 25bd cannot
confirm that the combination of the ID and the password transmitted
from the user terminal 30a in step S61 is not included in the
dealer information 24bd, the
customer-information-storage-destination managing unit 25bd
terminates the behavior illustrated in FIG. 16 without executing
the process after step S62.
[0129] When the customer-information-storage-destination
information 24cd is the information illustrated FIG. 14, in step
S62, the customer-information-storage-destination managing unit
25bd determines the database server 29a as the storage destination
of the information of the item "Name of Customer" among the
customer information of the dealer 53a, and determines the database
server 38a as the storage destination of the information of the
item other than "Name of Customer" among the customer information
of the dealer 53a.
[0130] After the process in step S62, the
customer-information-storage-destination managing unit 25bd stores
the storage destinations determined in step S62 as session
information in an in-memory database (cache) (in step S63). Here,
methods for realizing cache storing the session information include
an SQL server, a Key-Value Store (KVS), a session management
service provided by a cloud service provider, and similar
method.
[0131] After the process in step S63, the
customer-information-storage-destination managing unit 25bd
notifies the user terminal 30a about the session key generated in
step S63 via the communication unit 23a (in step S64). The control
unit 35a of the user terminal 30a receives the session key notified
in step S64 from the support server 20a via the communication unit
33a.
[0132] After the user terminal 30a receives the session key
notified from the support server 20a in step S64, when the dealer
53a instructs the user terminal 30a to cause the use of the
function provided by the support server 20a via the operation unit
31a, the control unit 35a of the user terminal 30a requests the use
of the function from the support server 20a via the communication
unit 33a (in step S71). Here, the control unit 35a transmits the
session key notified in step S64 from the support server 20a and
the request for the use of the function, to the support server 20a
via the communication unit 33a.
[0133] When the use of the function is requested in step S71, the
customer-information-storage-destination managing unit 25bd of the
support server 20a reads out the storage destination stored as the
session information in the cache, based on the session key
transmitted in step S71 from the user terminal 30a (in step
S72).
[0134] When the information of the item "Name of Customer" among
the customer information of the dealer 53a is used (referenced)
during the execution of the function whose use is requested in step
S71, the function execution unit 25ad of the support server 20a
requests the information of the item "Name of Customer" among the
customer information of the dealer 53a from the database server 29a
via the communication unit 23a, based on the information of the
storage destination read out in step S72 (in step S73). Then, the
database server 29a transmits the information of the item "Name of
Customer" among the customer information of the dealer 53a to the
support server 20a (in step S74).
[0135] When the information of the item other than "Name of
Customer" among the customer information of the dealer 53a is used
(referenced) during the execution of the function whose use is
requested in step S71, the function execution unit 25ad requests
the information of the item other than "Name of Customer" among the
customer information of the dealer 53a from the database server 38a
via the communication unit 23a, based on the information of the
storage destination read out in step S72 (in step S75). Then, the
database server 38a transmits the information of the item other
than "Name of Customer" among the customer information of the
dealer 53a as the information requested from the support server
20a, to the support server 20a (in step S76).
[0136] Here, at the time of the communication in step S75 and step
S76, the support server 20a and the database server 38a are
connected to each other by a virtual network such as a Secure
Socket Layer Virtual Private Network (SSL-VPN).
[0137] The function execution unit 25ad uses (references) the
information transmitted by the process in step S74 or the process
in step S76 so as to execute the function (in step S77).
[0138] Then, the function execution unit 25ad notifies the user
terminal 30a about the result of the execution of the function in
step S77 via the communication unit 23a (in step S78). Then, when
the control unit 35a of the user terminal 30a receives the result
notified in step S78 from the support server 20a via the
communication unit 33a, the control unit 35a displays the received
result on the display unit 32a. Accordingly, the dealer 53a can
detect the result of the execution of the function instructed to be
used, via the display unit 32a.
[0139] Next, a description will be given of the behavior of the
support server 20a when the dealer 54a requests the use of the
function.
[0140] FIG. 17 illustrates the behavior of the system 10a when the
dealer 54a requests the use of the function from the support server
20a.
[0141] As illustrated in FIG. 17, when the dealer 54a instructs the
user terminal 40a to login to the support server 20a via the
operation unit of the user terminal 40a, the system 10a executes
the processes in steps S81 to S84 similar to the processes in steps
S61 to S64 illustrated in FIG. 16.
[0142] However, when the customer-information-storage-destination
information 24cd is the information illustrated in FIG. 14, in step
S82, the customer-information-storage-destination managing unit
25bd determines the database server 29a as all the storage
destination of the customer information of the dealer 54a.
[0143] After the user terminal 40a receives the session key
notified from the support server 20a in step S84, when the dealer
54a instructs the user terminal 40a to cause the use of the
function provided by the support server 20a via the operation unit
of the user terminal 40a, the system 10a executes the processes in
steps S91 and S92 similar to the processes in steps S71 and S72
illustrated in FIG. 16.
[0144] Subsequently, the function execution unit 25ad of the
support server 20a requests the customer information of the dealer
54a from the database server 29a via the communication unit 23a
based on the information of the storage destination read out in
step S92 (in step S93). Then, the database server 29a transmits the
information requested from the support server 20a among the
customer information of the dealer 54a, to the support server 20a
(in step S94).
[0145] When the process in step S94 terminates, the system 10a
executes the processes in step S97 and step S98 similar to the
processes in step S77 and step S78 illustrated in FIG. 16.
[0146] As described above, the support server 20a and the support
program 24cd can deal with all the dealers using one system.
Accordingly, it is not necessary to prepare one system for each
dealer, thus reducing the management load on the administrator 52a.
Additionally, since it is not necessary to prepare one system for
each dealer, this also reduces the development load.
[0147] The support server 20a uses (references) the information
stored in the storage destination managed in the
customer-information-storage-destination information 24cd
regarding: the dealer who has requested the use of the function;
and the item used (referenced) for execution of the requested
function (in step S73, S75 or S93), so as to execute the function
(in step S77 or S97). That is, the support server 20a changes the
storage destination of the customer information used (referenced)
for execution of the function for each dealer and for each item.
Accordingly, the support server 20a can store the customer
information of the dealer in the storage destination desired by the
dealer for each item. Thus, the support server 20a can increase a
feeling of security of the user and increase the count of the
users.
[0148] When the dealer feel uncomfortable storing its own customer
information in the database server 29a outside its own on-premise
environment even if the customer information is partially stored,
the dealer can request the administrator 52a to cause the support
server 20a to use (reference) the customer information stored in
the database server 38a existing in its own on-premise environment.
By simply setting the customer-information-storage-destination
information 24cd corresponding to the request from the dealer, the
administrator 52a can cause the support server 20a to use
(reference) the customer information stored in the database server
38a.
[0149] As described above, the disclosure realizes the cooperation
with the on-premise environment for each dealer in a multi-tenant
fleet management application.
[0150] Here, in this embodiment, the support server 20a has the
configuration that changes the storage destination of the customer
information used for execution of the function for each dealer and
for each item. The support server 20a may have the configuration
that does not change the storage destination of the customer
information used (referenced) for execution of the function
depending on the item, but changes the storage destination
depending only on the dealer.
[0151] In this embodiment, the database server 29a is hardware
different from the support server 20a. However, the support server
20a may double as the database server 29a.
[0152] In this embodiment, the database server 38a is hardware
different from the user terminal 30a. However, the user terminal
30a may double as the database server 38a.
[0153] While various aspects and embodiments have been disclosed
herein, other aspects and embodiments will be apparent to those
skilled in the art. The various aspects and embodiments disclosed
herein are for purposes of illustration and are not intended to be
limiting, with the true scope and spirit being indicated by the
following claims.
* * * * *